Ann Keneth Turla
Operations Manager
Angeles City, Province Of Pampanga,PAM
Summary
A tenured BPO and client services operational management professional with over 17 years of experience in the industry. Has extensive operational experience in client services, customer service, collections, and technical support environments, with the ability to translate service delivery metrics and business intelligence data into actionable people-oriented strategies that positively impact business objectives while developing individual and team performance. As an Operations Manager, I continue to use my training and experience around repeatable operational rigors that generate continuous improvement, all while ensuring solutions to problems are scalable and long-lasting.
Overview
17
17
years of professional experience
5
5
Certifications
Work History
Operations Manager
Rocket Station
6 2021 - Current
- Understand client expectations and assist in monitoring client activity and attend to any areas requiring mitigation of risks or red flags
- Supervise daily performance through spot checks and cadence on End of Day (EOD) reports
- Monitor Virtual Assistants' (VA) attendance and any offline statuses
- Ensure invoice accurately reflects attendance
- Accountable for improving and controlling in achieving the programs/client metrics to ensure client/business needs are met
- Coordinate with client/client's point of contact (POC) for visibility as well as to provide recommendations on process and VA's improvement
- Liaison between Process Development Team and Placements Team; responsible for any VA Replacements and/or add-ons
- Real estate cold caller and appointment setter
- Real estate admin assistant
- Basic social media admin
- Property management customer service.
Operations Manager
TopData Global IT Solutions
09.2013 - 07.2021
- Managed service delivery operations of over 400 agents, 42 Team Leaders, and 3 Senior Team Leaders
- Led operational service delivery for consumer technical support of an online privacy and security company through chat and email support channels
- Led and represented the local team in regular business reviews and performance updates
- Co-designed lead indicator-based coaching strategy that improved Team Leader and Agent satisfaction
- Managed and co-designed projects that impact overall performance focusing on business-critical, customer critical, and efficiency metrics, and process improvements
- Managed the company Engagement Team
- Collaborated with the company Recruitment Team and Creative, Social Media, and Digital Marketing vendors
- Led the COVID-19 BCP team.
Team Leader
TopData Global IT Solutions
- Responsible for the development and performance management of 18 front-line agents
- Assisted Operations Manager with new hire processing
- Performed as one of the Top 3 Team Leaders for Customer Satisfaction (CSAT) for two consecutive years.
Technical Support Representative
TopData Global IT Solutions
- Provided technical and billing support to VPN subscribers covering a variety of platforms
- Assured excellent customer and technical support through chat and email
- Performed remote sessions as needed or requested by customers
- Assisted potential customers with their presale inquiries.
Technical Support Representative
Concentrix
02.2012 - 07.2013
- Provided IT support to non-technical users through desk-side support services
- Received chats and emails from customers experiencing hardware or software issues and ensured excellent service was provided at all times
- Provided technical support to customers having issues with their phone, internet, and cable services
- Received inbound calls from customers experiencing issues with their Internet-based TV service (IPTV) or internet connection
- Documented technician dispatch job orders as needed.
Collections Agent
IQOR
11.2008 - 12.2011
- Responsible for performing outbound calls and skip tracing customers with delinquent credit card accounts
- Negotiated to collect the balance in full and helped clients by offering payoff or settlement plans
- Achieved monthly goals of US$100,000 through effective use of customer service and negotiation skills
- Recorded all information regarding the financial status of customers
- Processed debit card, credit card, or checking account payments on accounts.
Customer Service Representative
Sutherland Global Services
12.2007 - 08.2008
- Provided customers with car rental options and processed their reservations
- Arranged schedule for the pick-up and drop-off points
- Provided chat and email support to US customers using tax preparation software to easily file taxes online
- Assisted customers with their basic state and federal tax inquiries.
Education
Bachelor of Science - Special Needs Education
City College of Angeles
Angeles City 04.2001 -
Bachelor of Arts - Industrial Psychology
Holy Angel University
Angeles City 04.2001 -
Skills
Use cloud-based collaboration and project management tools and applications to manage projects, communicate, and track task assignments
Handle email and chat communication
Handle inbound and outbound calls
Perform online research
Manage operations in a call center and client services environment
Perform developmental coaching and performance management
Use Microsoft Office applications and Google Apps to create documents and files
Use Microsoft Visio and Lucidchart to create flowcharts and diagrams
Use Microsoft Office applications and Google Apps to perform and visualize data analysis and interpretation
Use and maintain CRMs (ie Zendesk, Hubspot)
Perform real estate-related tasks: leads sourcing, skip tracing, seller lead management, cold calling and appointment setting, property market analysis, social media administration, basic property management administration
Tools
- ClickUp
- Zoom
- Zendesk
- Hubspot
- Snapengage
- Slack
- Loom
- MS Suite Apps
- Google Gsuite Apps
- Calendly
- Canva
- Lucidchart
- MS Visio
Certification
Lean Six Sigma Yellow Belt (ICYB) CLSSYB 190712-19 at Whitehall Consulting
Timeline
Change Management Essentials at Whitehall Consulting
05-2021
Level Up Leadership Master Class with Francis Kong at Success Options Inc.
04-2021
Competency-Based Selection Interview Workshop at Ateneo-CORD
08-2020
Philippine HR Congress HR360 Future Proof at ARIVA Academy Philippines, Inc.
08-2019
Lean Six Sigma Yellow Belt (ICYB) CLSSYB 190712-19 at Whitehall Consulting
07-2019
Operations Manager
TopData Global IT Solutions
09.2013 - 07.2021
Technical Support Representative
Concentrix
02.2012 - 07.2013
Collections Agent
IQOR
11.2008 - 12.2011
Customer Service Representative
Sutherland Global Services
12.2007 - 08.2008
Bachelor of Science - Special Needs Education
City College of Angeles
04.2001 -
Bachelor of Arts - Industrial Psychology
Holy Angel University
04.2001 -
Operations Manager
Rocket Station
6 2021 - Current
Team Leader
TopData Global IT Solutions
Technical Support Representative
TopData Global IT Solutions
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